-
Products
Luware Products
Our Features
Integrations
All Integrations - Success Stories
Industry challenges in the energy & utilities sector
The energy and utilities sector is characterized by unique operational demands and intense public scrutiny, making efficient and reliable communication critical for maintaining customer trust and meeting regulatory standards.
01
Handling outage-related call volume spikes
Peak times, especially during unexpected service disruptions, cause massive call volume spikes that overwhelm traditional contact centers, leading to high call abandonment and customer dissatisfaction.
02
Prioritizing critical infrastructure protection (CIP) communications
Ensuring that security and operational teams can immediately communicate during a CIP incident is crucial, but legacy systems often lack the intelligence to prioritize these emergency calls.
03
Achieving regulatory compliance for customer support
Maintaining strict adherence to customer service standards set by bodies like Ofgem (UK) or FERC (USA) requires detailed logging and reporting of all customer interactions, a process that is often manual and prone to error.
04
Inefficient resolution of customer information system (CIS) queries
Routine questions about billing, smart meter data, or planned maintenance often unnecessarily occupy agents, diverting them from resolving complex or urgent issues.
No time to read?
Connect with one of our specialists to discuss your challenges and discover how our solutions can help you achieve your goals.
Energy & utilities use cases
See how intelligent communication keeps the grid running and customers informed during the most critical times.
Outage management system (OMS) call deflection
When a major power outage causes call volumes to spike, Nimbus automatically gives callers the option to opt out of the voice queue and into a WhatsApp interaction. This helps manage the overwhelming workload for agents and reduces prolonged wait times for unhappy citizens.
Detect urgency for grid and pipeline issues
Intelligent urgency detection allows the system to identify critical, time-sensitive calls based on keywords or context, like a downed power line or a gas leak, and automatically assign the highest distribution priority. This ensures urgent needs are prioritized and connected to the crisis response team faster.
Intelligent routing for technical field support
The voice bot gathers initial details from the field technician, such as location and equipment type, and uses AI to accurately route the call to an agent with the highest skill level on that specific issue or system. Agents answer confidently, knowing the call is related to their expertise.
Automated transcription for regulatory compliance
Every conversation is fully transcribed and summarized using AI, with the details automatically populated into the CRM/ticketing system. This ensures a complete audit trail for regulatory bodies (like Ofgem or FERC) and removes the burden of manual documentation from the agent.
AI agent for billing and smart meter data (CIS)
The AI agent connects to the customer information system (CIS) to answer frequently asked questions about billing or smart meter readings autonomously. This dramatically reduces call volumes during busy periods, offering always-on availability for routine data requests.
Commitment to Compliance and Security
Our dedication to security goes beyond promises. We provide solutions that meet the stringent requirements of healthcare data regulations worldwide.
Improving customer experience metrics in the energy and utilities sector
The energy and utilities sector faces immense pressure to pivot from being operations-centric to being customer-centric, driven by rising consumer expectations and regulatory scrutiny. The ability to manage call volume spikes, provide proactive digital service, and log data for compliance is a key differentiator.
Answering the most asked questions from Energy & Utilities organizations
How does luware help us handle massive call spikes during a power outage?
Luware Nimbus offers whatsapp and sms deflection, automatically giving customers the option to opt out of the voice queue and receive an update or communicate via chat instead. This manages overwhelming call volumes without increasing staff, ensuring continuity of service.
Can luware prioritize emergency calls related to critical infrastructure?
Yes. Luware uses intelligent urgency detection to prioritize critical calls based on keywords or CRM triggers (e.g., a customer on a life-support register) and assigns the highest distribution priority, ensuring immediate connection to the appropriate team.
How do you ensure regulatory compliance (e.g., ofgem) for customer interactions?
The platform automatically transcribes and summarizes every call using AI, logging the full interaction trail—including date, time, and channel—directly into your CRM for a complete and secure audit record.
Can luware integrate with our customer information system (CIS) for billing queries?
Yes, the virtual user feature is designed to connect with your CIS (via power automate) to autonomously answer common FAQ-type questions like billing inquiries or meter readings using customer-specific data, freeing agents for complex issues.
How does luware support multilingual customers in diverse service areas?
Luware supports skills-based routing where calls are automatically routed to agents who possess the required language skills based on the caller's selection from an IVR. This improves first-touch resolution and reduces frustration.
What is the primary benefit of using luware's solution within microsoft teams?
Operating natively within teams centralizes all communications (voice, chat, email) into a single interface. This streamlines the agent experience and leverages microsoft's robust security and collaboration features.
Expert Insights, News, and Stories From the Field
Celebrating Our M365 Recertification
Reduce your compliance workload with a Microsoft-certified compliance recording solution that keeps your recordings secure. Read to learn more!
Joshua Wood
Director of Technical Operations Compliance Engineering
